CONRADO A. MAKAYAN JR.
Banking And Finance, People Management, Operations
TAYTAY
Summary
Enthusiastic Senior Operations Manager offering 26-year background handling client and stakeholder management, sales and operations / people management in BPO and Banking and Finance. Polished in chalking out operational systems and processes, examining financial data and conducting quality control checks. Cost-conscious and communicative professional familiar with business principles and operational management and budget development practices.
Overview
28
28
years of professional experience
Work History
Senior Operations Manager
Virtual Staffing Solutions
2 2024 - Current
- Account Management – Maintain close relationships with clients through daily discussion and updates, MBRs/QBRs and Weekly Touchbase, providing solutions and propose growth of the accounts handled
- Operations Management – Oversee and ensure robust day-to-day operational cadence of multiple LOBs / accounts handled including KPI’s compliance, hiring and coaching, while also being involved in onboarding new clients and ensuring smooth transition and operational effectiveness of the team/
- Team Engagement – Ensures high morale of the cluster by implementing multiple engagement activities and skip level discussions.
- Financial – Manage and meet the billing goals of the cluster by ensuring attendance monitoring and manage attrition.
Client Relations Manager
Fully Managed Services (FMS) ManpowerGroup Philippines
03.2022 - 02.2024
- Implement solutions that are aligned with the 16 FMS Department core competencies
- Champions any assigned or emerging client-related issue prior to its escalation
- This may come from Business development members, the FMS Head or Managers as well as from the Consultants, themselves
- The objective is to monitor and manage it before it becomes a “Fire”
- They will instruct and coordinate with assigned Consultants and BM’s to proactively reach out to the client to address possible concerns.
- Handle top tier client issues/(non-strategic) attrition and turn them into happy clients.
- Oversee VIP or potentially volatile or challenging clients as they are assigned to the team to ensure that we get off on the right foot with them
- Manage clients with tact and diplomacy and utilize the assigned team members as much as possible to deescalate the matter.
- Clearly communicate with clients so that service expectations are properly set.
- Proactively focus on long-term client relationship building and retention.
- Liaise with Business Managers, Consultants and Recruiters, and utilize other resources as necessary to resolve issues and deliver exceptional client service.
- Primary point person for driving action from involved parties.
- Provide necessary documentation for offending team members who show signs of repetition and make recommendations to Department Director about the Business manager’s shortcomings in the matter.
- Maintain close relationships with our client base for service spot-checks, CX feedback and CSAT/NPS/Medallia surveys
- Their primary objective is to improve those scores over time.
- Regularly collect and collate testimonials form clients who have excellent CXs and get references from those willing to give us some for-Business Development use.
- Track and report record all instances of “Valid” escalations for Consultants, Recruiters and their associated Business Managers.
- In cases where an escalation is about to arise, review service level agreements, contracts, and client communications ensuring client expectations are consistently exceeded.
- Eventually create FMS solutions guidelines.
- Special projects related to Inside Sales
- Ensure regular and timely communication with the client regarding the progress of their request for changes/corrections are made by the team that is involved
- Inform the client about additional services or promotions that may benefit their LOB
- Communicate observations to appropriate managers or decision makers in the department
- Coaching when patterns are noticed for escalations coming from a particular employee or BM.
Financial Wealth Planner/Licensed Insurance Professional
FWD Life Insurance Corporation
03.2019 - 11.2023
- Provides personal and corporate insurance and wealth management solutions to customers and corporations for manual and digital platforms
- Handles social media management, sales and marketing, portfolio management and estate planning
- Handles whole sales process from leads generation to policy issuance including aftersales management
- Conducted equity research on companies to discover undervalued investments with reasonable prospects for long term sustainable growth.
- Coordinated portfolio reviews with clients to regularly evaluate an investment's performance toward achieving documented long-term financial goals.
- Presented investment and financial planning seminars to clients and prospective clients.
- Generated new clients using a personal, face-to-face approach that built trust and emphasized personal service to the individual investor.
- Identified clients and prospective clients in need of investment guidance and then recommended investment solutions appropriate for each individual.
AVP, Middle Office Services
JP Morgan Chase Bank
09.2017 - 03.2019
- Manage Claims Team and HI-Port Teams for the client’s middle office
- Handled claim disputes and discussions with liable counterparties and ensure settlement is reached within the agreed SLA.
- Managed escalation and ensure issues are reported on a timely manner.
- Managed performance of team members to ensure KPIs / sucess measures are met.
- Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
- Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
AVP, Billing Operations - Invoice Production WHEM
JP Morgan Chase Bank
03.2012 - 09.2017
- Lead different teams within the billing organization of the Bank from billing set-up, systems handling to quality control ensuring that the corporate clients of the bank are properly billed timely and accurately.
- Just recently handled the successful migration of a process from one of our donor sites to the Manila site which caters to the blue-chip clients of the bank while handling additional initiatives on top of the projects.
Relationship Management
Standard Chartered Bank
08.2010 - 03.2012
- Ensures timely and efficient handling of customer accounts by providing excellent customer relationship and handling, also is in charge of acquiring new business for the bank.
- Increased sales revenue by consistently meeting and exceeding sales targets through effective product presentation and client relationship management.
Middle Market Business and Premier Lead
HSBC Bank
09.2008 - 08.2010
- Ensures that the Sales Team of the branch provides excellent customer service to all clients
- Drives the team to meet /exceed sales targets
- Managed complex negotiations with high-profile clients successfully, securing mutually beneficial agreements that contributed significantly to revenue growth goals.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
Sales and Service Quality Lead
HSBC Bank
02.2008 - 08.2008
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
- Ensured compliance with relevant regulations by conducting regular audits both internally and externally.
Manager, Branch Operations
HSBC Bank
04.2006 - 02.2008
- Oversaw the ATM and Payment machine as well as premises operations for 5 HBPH branches
- Liaised with other teams to assist timely delivery of client’s request/inquiries.
- Reviewed, streamlined and implemented processes and bank procedure to ensure control over possible operational and security risk of the bank.
- Drive the branch to meet the profitability and income target
- Implemented various ways to control cost and proactively shares ideas with other HBPH branch heads.
- Ensured that the branch is AMLA Compliant and all suspicious transactions are reported
Assistant Manager, Communications and Control Services
HSBC Bank
10.2005 - 04.2006
- Oversaw/handled the Cable Operations of the Bank
- Ensured that all communication from Correspondent banks are received by the concerned department.
- Ensured that all outgoing messages and telegraphic transfers are sent to the Beneficiary Banks within acceptable time frame.
- Coordinated with relevant departments for errors spotted within the messages and have these errors mitigated/corrected.
- Spearheaded several projects within CCS
- Participated in the bank induction training to providing an overview on CCS operations.
Assistant Manager, Vouchers and Control Department
HSBC Bank
10.2005 - 04.2006
- Supervised the voucher processing/handling function of the department
- Coordinated/liaised with branches/departments concerned on the proper preparation of the vouchers to be sent for archiving
- Error findings are sent within acceptable time frame.
- Handled the operational risks of the department
- Implemented several process changes and streamlined the voucher operations process which resulted to shorter processing time and less cost.
Head Teller
HSBC Bank
01.1999 - 10.2005
- Supervised, coached, trained tellers in Bank transactions, customer service, handling complaints.
- Provided excellent customer service to valued clients of the bank.
- Coordinated with Middle Management in the implementation of procedures and guidelines at branch level.
Customer Service Representative
HSBC Bank
01.1997 - 01.1999
- Interfaced with customers and provided quality service through needs identification and managing client’s expectation.
Education
Bachelor of Science in Engineering Major in Industrial Engineering -
Polytechnic University of the Philippines
01.1992 - 1 1997
Skills
Operations Management
Strategic Planning
Employee Coaching
Standard Operating Procedures
Productivity Improvement
Business Planning
Team Leadership
Operational Excellence
Key Performance Indicators
Stakeholder Management
Client Account Management
Customer Service Management
City
RIZAL
Zip
1920
Accomplishmentsexpertise
Management/Supervision
Managed the bank departments handled into a cost effective, income-oriented offices
Managed and developed staff, volunteers into goal-oriented, cohesive group.
Counseled staff on defining career and work related goals and objectives.
Program Coordination/Implementation
Successfully migrated processes from donor to receptor site on the current job ensuring smooth transition of process/procedures, while managing people and risk areas
Successfully implemented Group Messaging Gateway (GMG), a centralized communication system designed to control, monitor all outgoing incoming interbank (SWIFT) communications
Successfully assisted in the implementation of the new Digital Imaging Project of the bank designed to effectively and efficiently store all bank documents.
Refined and implemented new projects successfully
Wrote and implemented new bank procedures (relative to branch, cables and voucher operations)
Customer Service
Extensive customer service exposure due to different positions held through the course of career. Started as a customer service staff (New Accounts) and progressed into a Sales Team Head of HSBC Savings Bank, Main Office and a Relationship Manager with Standard Chartered Bank.
With JPMorgan - proactively handles client related escalations to ensure a quick resolution of the issues while managing expectations of the relationship managers and/or customer service officer
With the current job with FWD - Provides personal and corporate insurance and wealth management solutions to customers and corporations for manual and digital platforms
Street
TAYTAY
Timeline
Client Relations Manager
Fully Managed Services (FMS) ManpowerGroup Philippines
03.2022 - 02.2024
Financial Wealth Planner/Licensed Insurance Professional
FWD Life Insurance Corporation
03.2019 - 11.2023
AVP, Middle Office Services
JP Morgan Chase Bank
09.2017 - 03.2019
AVP, Billing Operations - Invoice Production WHEM
JP Morgan Chase Bank
03.2012 - 09.2017
Relationship Management
Standard Chartered Bank
08.2010 - 03.2012
Middle Market Business and Premier Lead
HSBC Bank
09.2008 - 08.2010
Sales and Service Quality Lead
HSBC Bank
02.2008 - 08.2008
Manager, Branch Operations
HSBC Bank
04.2006 - 02.2008
Assistant Manager, Communications and Control Services
HSBC Bank
10.2005 - 04.2006
Assistant Manager, Vouchers and Control Department
HSBC Bank
10.2005 - 04.2006
Head Teller
HSBC Bank
01.1999 - 10.2005
Customer Service Representative
HSBC Bank
01.1997 - 01.1999
Bachelor of Science in Engineering Major in Industrial Engineering -
Polytechnic University of the Philippines
01.1992 - 1 1997
Senior Operations Manager
Virtual Staffing Solutions
2 2024 - Current
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